Sr. Deskside Technician

4 weeks ago

New York, United States Stefanini Group Full time

Details:

Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person and required to be onsite.

Job Responsibilities:

Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.

  • Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
  • Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
  • Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.
  • Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.
  • Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.
  • Follow all Safety requirements and complete the client specific safety training
  • Monitor/Work in Ticket Queue while meeting SLA
  • Shipping and receiving of equipment
  • Break Fix Orders (Non-Warranty and Warranty)
  • Check out loaner laptops using site-specific processes if applicable
  • Conference Room Support, AV Support/Zoom/Teams Support
  • Mobile Device deployment and support
  • Parts Closet maintenance & audits
  • Printer break/fix and set up configuration
  • Toner maintenance (where applicable)
  • Network drops and set up
  • Adherence to and continuous update of deployment documentation and checklist
  • Participate in meetings with client IT Site Coordinators and others as needed
  • Supporting IT equipment in large corporate environment
  • Provide Executive support to customer VIP's
  • Travel with VIP for major events/conferences as required
  • Desktop/laptop tech support (Mac and PC)
  • Support mobile devices, printers, scanners, wireless, VPN, etc.
  • IMAC Support - IT equipment Install/Move/Add/Change
  • Inventory management of IT assets including asset auditing
  • Research and troubleshoot problems
  • Maintain system configurations
  • Maintain and updated support documentation
  • Ability to research and follow appropriate Knowledge Base articles
  • Remote support as needed
  • Backup, restoration, and migration of user data
  • Printer and peripheral device support
  • Work on-call and provide other after-hours support based on customer needs
  • Provide support at other client locations as needed
  • Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
  • Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
  • Participate in quarterly 'all-team' meetings as required by SDM
  • Assist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)
  • Assist TL with resource management for any projects arising from client, including status reporting and planning
  • Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility
Job Requirements

Details:

Knowledge of the following tools and technologies:
  • Remote Management/endpoint management tools (i.e. Workspace One)
  • Two-factor Authentication (i.e. OKTA)
  • Active Directory: Users & computers administration
  • Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS
  • Bitlocker & TPM
  • Pulse Secure
  • Zoom - User administration, Room setup, User guidance
  • Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi
  • Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path
  • Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
  • Advanced Windows, O365, collaboration tools
  • Service Now experience a plus
3+ years relevant experience
  • Valid Driver license
  • Relevant industry knowledge (IT deployments in an international environment)
  • Able to always uphold a positive attitude, even under stressful conditions
  • Excellent verbal and written communication skills
  • Ability to communicate technical information to nontechnical people
  • High level of professionalism and strong personal interaction skills
  • Ability to perform in-depth research and troubleshooting for complex technical issues
  • Ability to prioritize and complete all work tasks with minimal supervision
  • Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
  • Ability and willingness to learn new technologies
  • Proven ability to handle challenging, rapid-response user support
  • Proven ability to balance, prioritize and organize multiple tasks
  • High school diploma (required)
  • Attendance and schedule adherence are requirements of this position
Competences Required in this Role:
  • Experience supporting remote facilities and users.
  • Excellent verbal and written communication skills.
  • High level of professionalism and strong personal interaction skills.
  • Ability to perform in-depth research and troubleshooting for complex technical issues.
  • Ability to prioritize and complete all work tasks with minimal supervision.
  • Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.
  • Proven ability to handle challenging, rapid-response user support.
  • Proven ability to balance, prioritize and organize multiple tasks.
  • Professional acumen
Desired Characteristics:
  • A+ Certification
  • Microsoft Certified Professional (MCP)
  • ITIL Foundations


Pay Range:

Based on Experience

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